Sally Hurley’s Post

It's ironic how many companies strive for authentic customer interactions, yet their performance metrics often prioritize a standardized approach. This got me thinking: Do your metrics reflect what matters most to your customers? Are they empowering our agents to deliver exceptional experiences, or are they holding them back? I'd love to hear your thoughts on this.  How do you ensure your metrics align with your customer service goals? #customerexperience #customerservice #contactcenter #metrics #leadership

Is your organisation truly customer-centric?  Swipe through to discover 6 strategies that go beyond customer service to cultivate a customer-focused mindset throughout your organisation. 🔗 For more insights, click here: https://lnkd.in/evkiRP_i #CustomerExperience #CX #Leadership

On the road for the next 3 weeks working with a telecoms provider as they look to raise the bar and transform customer experience. Did you know that customers who give a brand high #trust scores are 3 x more likely to remain loyal? Which brands are you most loyal to and why? As leaders, how do you build an authentic trust that creates loyalty? #Leadership #Coaching #CustomerService #CustomerExperience #CX

If you are in this situation, it’s time to look for other opportunities. What do you think? 👉Repost to share♻️ 👉Fillow for more insights #customerexperience #customerservice #customer #cx #customerloyalty #customerjourney #customercentricity #leadership #leadershipdevelopment

It's natural to be concerned about spending and performance, but when we put the customer at the center of our decisions, we not only enhance the value we provide but also build lasting relationships and loyalty. #leadership #management #CustomerService #CX #CustomerExperience #value

"Customer feedback guides our strategies and ensures we deliver the best service." - Tim Houlne, CEO We integrate advanced feedback systems to turn insights into actions. This approach helps us refine our services and meet client expectations. How does your business use customer feedback for growth? Share your strategies and experiences below! #CustomerFeedback #CX #Humach #Leadership

⏳ Time is ticking!  Our webinar on 'Customer-Driven Leadership: Fostering a Culture of Customer Excellence' is just a few weeks away.  Don't miss out on this opportunity to learn how to cultivate a customer-centric culture that drives success.  📅 Date: Tuesday, October 1st, 2024  🕒 Time: 12:00 PM (BST)  👉 https://lnkd.in/efKNiX7F #Leadership #CustomerExperience #CX #Webinar

A way to stand out from the competition... Personalize the customer experience. Strive to make every guest customer feel like they’re the center of your universe. Whether you're leading a team, managing a project, or serving clients directly, remember that everyone wants to feel special and valued. How can you add a touch of personalization to your service today? #CustomerExperience #Leadership #Personalization

We can talk about all the metrics in the world for our companies, but is that really Customer Success, as our customers see it? What is it that really makes our customers successful? Is it tracking their goals with them? Is it adding value to their growth and success? (Who determines that anyhow?) Is it working with their teams to make sure they get education, knowledgebase and discussions? Is it engaging with your customers to showcase new value? Is it ensuring that they meet or exceed their ROI for your product? Is it all of the above? We throw around all these metrics as if it makes a difference to them. I see so many posts about the value a CSM provides to their companies, not to their customers. Would love to hear your opinions. #customersuccess #leadership #cx #customersuccessmanager

Customer Journey Mapping exercises too often end in overwhelm. Discover ways to prioritize your #CustomerExperience initiatives so you build momentum and focus on what matters most >> https://lnkd.in/g9WYZKMJ #CX #CustomerExperience #CustomerService #Leadership #CustomerJourneyMapping